Service Operations Dispatcher

We're making every move count

• Leads the daily customer service for a team of Technicians
• Knows the customers’ installed base and service opportunities in the area
• Responsible for: daily customer service planning and execution on quality and on time, maintenance plans, long term maintenance forecasting.
• Accountable for: Customer satisfaction, quality of work, timely service, costs, work progress, work schedules, resources, materials / components requirements, safety, risks

On offer:

• Competitive salary package commensurate with experience
• Flexible work hours and hybrid working options available
• Opportunity to work for a Global Company
• Learning & Development opportunities to progress your career
• Paid Parental Leave
• Employee Assistance Program
• Employee Referral Program
• Paid Community Service Leave

Main tasks and responsibilities

• Oversees daily service planning and execution
• Ensure daily work allocation to Service Technicians are properly and fairly distributed to the team
• Ensures customer problems are attended to promptly and solutions are provided in a timely manner
• Manage the complete operations of the allocated sites, workshop and machines
• Ensure KPI’s are met in terms of utilisation, efficiency, overheads, costs etc.
• Ensure safety is exercised at all times
• Responsible for training staff
• Produce reports that are expected for the job and as required by the customer 
• Keep abreast of the features and benefits of products 
• Ensure that customer machines are back in operations within the specific time as per KPI’s agreed
• Ensure job reports are filled out correctly
• Ensure that issues found during planned maintenance checks are rectified within the shortest time possible
• Ensure that job reports are submitted to the administration team on a daily basis
• Ensure that planned maintenance and corrective maintenance is carried out correctly and professionally
• Submit reports on quality to ensure timely rectifications / solution
• Carry out random quality checks on repairs and maintenance to ensure that Kalmar standards are adhered to
• Conduct technical investigations when required and submit the relevant reports for further action to be taken by
• Product Support in Finland (or elsewhere where applicable)
• Write technical reports for Product Support where technical problems / defects are out of the ordinary
• Provide support (technical and administrative) to all staff in the department ensuring constant dialogue and effective means of communication
• Maintain the workshop in a clean, tidy and presentable manner at all times
• Ensure the system in the workshop / workplace maintains a smooth flow of work-in / output
• Make recommendations on the stocking of spare parts, especially when such is encountered in the field when new components are found / fitted
• Make recommendations for special tools and equipment to support products
• Ensure that there are the right tools and sufficient tools forthe Service Technicians to carry out their jobs efficiently and correctly
• Ensure tools are used correctly
• Ensure measuring tools are calibrated at regular intervals to ensure they are correct
• Ensure capital equipment are used at an optimum level
• Ensure safety precautions are followed by staff at all times
• Ensure all incidents are logged in STEMS.
• Other duties as requested by your manager
• Ad-hoc assignments from time to time
• Prepares and finalises service orders, including parts ordering
• Keeps customer contacts, contract conditions and maintenance plans up to date
• Prepares service offers
• Approves the Technicians’ work time (daily)
• Prepares information for the country Service Manager to assist with decision-making
• Works in close cooperation with customer service contacts to proactively plan service and ensure customer’s operation uptime
• Works in close cooperation with other Dispatchers in the country for backup.
• Works in close cooperation with country OpX key user to ensure efficient and profitable operations
• Collect and compile information regarding warranty issues. (PM comment)

What you’ll need to succeed

Education

• Formal qualification in mechanical, electrical engineering or related area

Experience

• Minimum 5 years’ relevant experience in a heavy-machinery maintenance environment, preferably within the maritime industry
• Minimum 5 years’ experience in a maintenance planning role
• Ability to plan efficient service execution

Competencies

• Good customer communication, empathic, structured, service minded, customer-oriented
• Relationship building
• Team player
• Leadership, team player
• Local languages, English required

Skills & Knowledge

• In depth-knowledge of SAP
• Customer service skills
• Effective time management skills
• Sound analytical and numeracy skills
• Strong communication skills (written and verbal)
• Excellent interpersonal skills (ability to deal with all stakeholders in the business
• Excellent planning skills
• Diplomacy and assertiveness in order to handle emergency requests
• Logical thinking to investigate and anticipate planning / coordination issues

You will be part of

We believe in our people as it is our people who really make the difference. We always work in close collaboration with our customers, deliver on our promises and never walk away no matter how big the challenge. We succeed because we do it together.

With us, you will have the opportunity to realise your potential and become an important member of our global team.

Interested to join?

If you are excited about this opportunity, please submit your application with salary request and CV. 

Find out more about what it's like to work for Kalmar from one of our Service Technicians - Natarsha
https://www.youtube.com/watch?v=0Sv9sXs1faM